It Support

Responsibilities:

• Frontline installation, maintenance, and troubleshooting of IT equipment deployed within the environment.
• Provide technical customer support and service, troubleshoot and diagnose hardware and software in a helpdesk type environment.
• Strong background in troubleshooting and problem solving concerning all aspects of technology provided by the IT department.
• Use of IT Service Management tools to track and record customer incidents and requests.
• Extensive background in customer service with a Customer First approach.
• Excellent written, digital, and oral communication skills.
• Ability to work on an tech forward customer support team assisting users both local and remote.
• Deployment and recovery of computer and peripheral equipment.
• Liaising with IT engineers to maximize system performance and reliability.
• Organizing and working with Epic stakeholders to test, prepare, and maintain technology for shows, conventions, demos, and events.
• Balance the demands of daily / routine assignments with long-term projects.
• Create and document routine IT processes and procedures in accordance with our knowledge management process.
• Develop strong relationships with internal customers, teams, and VIPs.
• Perform other duties as assigned.

Qualifications:

Requirements (3-5 years):

• Experience with endpoint management tools, such as Intune.
• Understanding of best practices and administration of Identity Management Platforms. (Active Directory, Okta, etc)
• Experience administering Mac and Windows desktop environments including configuring, upgrading, troubleshooting, and resolving issues.
• Familiarity with mobile technologies including iOS and Android.
• Working experience with an IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation. (ServiceNow, Jira, Zendesk)
• Familiarity in using and supporting Source Control tools (Perforce and Git preferred) a bonus
• Hands-on experience with infrastructure technologies and appliances (Nutanix, VMware, Cisco Switches, Ansible, etc.) a bonus
• Understanding of protocols such as TCP, UDP, DNS, HTTP, SSH, LDAP
• Proficiency in multitasking, context switching, and managing priorities in a fast-paced setting.
• Experience dealing with incident troubleshooting and escalation procedures
• Working experience working with Anti-Virus, local firewalls, Direct Access/VPN, MFA, SSO, LAPS process/procedure.
• Familiar with Spyware/Malware Remediation and liaising with SoC/InfoSec resources.
• Exposure to cloud-based infrastructures and domain management (e.g. Amazon Web Services)